Incident Manager

Description

About the Role

We're looking for an experienced Incident Manager to lead and manage Tier 1 and Tier 2 IT operations , ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.

Key Responsibilities

🎯 Incident Management

• Lead the end-to-end incident management process to ensure fast response and business continuity
• Coordinate with technical, business, and vendor teams during critical incidents
• Conduct root cause analysis (RCA) and ensure preventive measures are implemented
• Communicate incident status, impact, and resolution progress to stakeholders
• Track SLAs and KPIs to ensure compliance with service standards
  
  

🧩 Tier 1 Support (First Line of Defense)

• Serve as the initial point of contact for all IT service disruptions and requests
• Perform basic troubleshooting (system checks, log review, user issue validation)
• Record and classify incidents accurately in the ITSM system
• Escalate unresolved issues to Tier 2 teams with full incident context
• Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action
  
  

⚙️ Tier 2 Support (Advanced Troubleshooting)

• Handle escalated incidents requiring deeper technical investigation
• Perform system diagnostics, configuration reviews, and recovery actions
• Collaborate closely with application, infrastructure, and network teams
• Provide temporary workarounds and coordinate permanent fixes
• Support post-incident reviews to identify service gaps and improvement areas
  
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field
• 10+ years of experience in IT incident management or IT operations
• Experience leading Tier 1 & Tier 2 teams in large-scale IT environments
• Strong background in banking or financial services technology operations
• Solid understanding of ITIL v4 and ITSM frameworks
• Hands-on experience with CA Service Desk, OpenText SMAX, or similar tools
• Strong communication, analytical, and leadership skills
  
  

Preferred Qualifications

• ITIL certification or equivalent
• Experience in automation, release management, and root cause analysis
• Familiarity with ServiceNow, Jira, or other incident management platforms